Brad Cleveland Blog

APRIL 7, 2022

Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates. Whether you’re developing customer advocacy within a team, a department, or across the organization, you’ll need an ongoing approach to guide your efforts.

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Brad Cleveland Blog

APRIL 7, 2022

Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates. But you have to unleash it.

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Customer advocacy Contact Center Call Center Customer Service 26

Brad Cleveland Blog

MAY 27, 2021

When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have structured their advocacy programs and five traits of successful initiatives. The video is from my LinkedIn Learning Course Customer Advocacy.

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Brad Cleveland Blog

NOVEMBER 5, 2021

Customer advocacy is most effective when the entire organization works together to do what’s best for customers. That’s great for customers, of course, and the organization benefits from their loyalty. But departments across the organization benefit as well. That’s a point that’s sometimes missed.

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Brad Cleveland Blog

NOVEMBER 5, 2021

Customer advocacy is most effective when the entire organization works together to do what’s best for customers. That’s great for customers, of course, and the organization benefits from their loyalty. But departments across the organization benefit as well.

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Brad Cleveland Blog

OCTOBER 1, 2020

It’s a smart move and highly recommended for any organization to instill the principles of customer advocacy in the customer service and operations functions. Harnessing service and … The post Customer Advocacy: Harnessing Service and Operations first appeared on Brad Cleveland.

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Brad Cleveland Blog

OCTOBER 1, 2020

It’s a smart move and highly recommended for any organization to instill the principles of customer advocacy in the customer service and operations functions. Unfortunately not all do.

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Customer advocacy Customer Service Call Center Contact Center 26

SharpenCX

SEPTEMBER 8, 2021

Your customer Net Promoter Score builds the foundation to help you measure customer advocacy, too. Undeniably, customer advocacy helps you win more customers. Nearly 90% of customers trust recommendations from their peers when making a buying decision. Do you have fast customer service?

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Brad Cleveland Blog

MAY 27, 2021

When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have structured their advocacy programs and five traits of successful initiatives.

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Customer advocacy Contact Center Call Center Customer Experience 26

Brad Cleveland Blog

NOVEMBER 14, 2017

Customer advocacy is one of those terms that can be confusing. Does the customer advocate for us, the business? One of the past issues of The Edge of Service™ Newsletter suggests the answers to these questions is both! Take a few minutes to read this issue (The Edge of Service™ Newsletter Issue 21: …

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Customer advocacy Contact Center Call Center Customer Experience 40

VocalCom

NOVEMBER 27, 2017

The rise in smartphone use coupled with the explosive popularity of social platforms has transformed customer service expectations, as brands must engage better and faster than ever before. If you’re wondering just how your brand can keep up, consider these five tips for great social customer service communications.

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Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently.

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Contact Center Multichannel Customer centricity Abandon rate 81

Talkdesk

APRIL 13, 2021

Talkdesk offers advanced administrative services to help customers optimize their contact center. We continue to work closely with our customers to improve Customer Experience (CX) and achieve greater revenue. Why did Talkdesk choose PPT Solutions as our first Managed Services partner?

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Brad Cleveland Blog

JUNE 27, 2019

Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates. But you have to unleash it, whether you’re developing customer advocacy within a team, a department, or across the organization, you’ll need an ongoing approach to guide your efforts.

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Customer advocacy Contact Center Call Center Customer Experience 26

Brad Cleveland Blog

JUNE 27, 2019

Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates.

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Customer advocacy Contact Center Call Center Customer Experience 26

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 61% of consumers will pay at least 5% more if they know they’ll get a good customer experience. How to measure Your Contact Center’s NPS?

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Customer Experience Contact Center Call Center Revenue potential 111

Brad Cleveland Blog

NOVEMBER 14, 2017

Customer advocacy is one of those terms that can be confusing. Does the customer advocate for us, the business? One of the past issues of The Edge of Service® Newsletter suggests the answers … Continue reading → The post Customer Advocacy: An Essential Ingredient appeared first on Brad Cleveland.

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Customer advocacy Contact Center Call Center Customer Experience 26

InGenius

DECEMBER 19, 2019

Contact Center Productivity: Transforming the omni-channel customer experience. All companies are shaped by their customers. And the means by which our customers communicate with us has a profound and direct impact on their perception of us, not to mention their willingness to do business with us.

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Contact Center Customer centricity Enterprise Finance 98

Brad Cleveland Blog

NOVEMBER 8, 2018

When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have structured their advocacy programs and five traits of successful initiatives.

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Customer advocacy Contact Center Call Center Customer Experience 26

Brad Cleveland Blog

MAY 30, 2017

Customer advocacy refers to both how a company advocates for customers (doing what’s best for customers) and how customers advocate for companies (spreading the word about its products, services and brand). Both are vital to success today.

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Customer advocacy Contact Center Call Center Customer Service 26

Brad Cleveland Blog

JUNE 27, 2019

Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates. But you have to unleash it, whether you’re developing customer advocacy within a team, a department, or across the organization, you’ll need an ongoing approach to guide your efforts.

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Customer advocacy Contact Center Call Center Customer Experience 20

Brad Cleveland Blog

FEBRUARY 15, 2018

The foundation of customer advocacy is knowing your customers. I explore what that requires in the video below, part of the Lynda.com … Continue reading → The post Customer Advocacy: Creating the Means to Act appeared first on Brad Cleveland. What they need, expect and experience.

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Customer advocacy Contact Center Call Center Customer Service 26

CSM Magazine

NOVEMBER 7, 2018

Figures from Ofgem have revealed that the average number of complaints received by the leading utility companies per 100,000 customer accounts had decreased from 3,510 in Q1 2013 to 2,233 in Q1 2018, but the average number of complaints resolved by the suppliers by end of the next working day dropped from 81 percent to 60 percent in the same period.

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Brad Cleveland Blog

NOVEMBER 8, 2018

When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have structured their advocacy programs and five traits of successful initiatives. The video is from my LinkedIn Learning Course Customer Advocacy.

Customer advocacy 20

Customer advocacy Contact Center Call Center Customer Experience 20

Brad Cleveland Blog

NOVEMBER 8, 2018

When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have structured their advocacy programs and five traits of successful initiatives. The video is from my LinkedIn Learning Course Customer Advocacy.

Customer advocacy 20

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Call Center Weekly

NOVEMBER 29, 2017

In my mind, there three important areas for the Chief Customer Officer to focus on: culture, systems and customer advocacy. When it comes to the culture, either the company is completely customer focused or it’s not. Customer service and experience must be woven into the fabric of the entire company.

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Brad Cleveland Blog

MAY 30, 2017

Customer advocacy refers to both how a company advocates for customers (doing what’s best for customers) and how customers advocate for companies (spreading the word about its products, services and brand). The entire course is titled Customer Advocacy and is available at …

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Customer advocacy Contact Center Call Center Customer Service 21

Brad Cleveland Blog

MAY 30, 2017

Customer advocacy refers to both how a company advocates for customers (doing what’s best for customers) and how customers advocate for companies (spreading the word about its products, services and brand). The entire course is titled Customer Advocacy and is available at …

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Customer advocacy Contact Center Call Center Customer Service 20

VocalCom

OCTOBER 16, 2017

What began as a fun and innovative way to communicate with friends is now an essential business tool for delivering customer service. Here are six social customer service rules your brand needs to know—and follow—right now. Social customer service must be a priority.

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Brad Cleveland Blog

NOVEMBER 14, 2017

Customer advocacy is one of those terms that can be confusing. Does the customer advocate for us, the business? One of the past issues of The Edge of Service® Newsletter suggests the answers to these questions is both! Take a few minutes to read this issue (The Edge of Service® Newsletter Issue 21: …

Customer advocacy 20

Customer advocacy Contact Center Call Center Customer Experience 20

Brad Cleveland Blog

FEBRUARY 15, 2018

The foundation of customer advocacy is knowing your customers. I explore what that requires in the video below, part of the Lynda.com course Customer Advocacy. Creating the means to act from Customer Advocacy by Brad Cleveland. What they need, expect and experience.

Customer advocacy 20

Customer advocacy Contact Center Call Center Customer Service 20

Brad Cleveland Blog

FEBRUARY 15, 2018

The foundation of customer advocacy is knowing your customers. I explore what that requires in the video below, part of the Lynda.com course Customer Advocacy. Creating the means to act from Customer Advocacy by Brad Cleveland. What they need, expect and experience.

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Customer advocacy Contact Center Call Center Customer Service 20

CX Accelerator

MAY 8, 2018

Would your agents make their screen debut as wise sages, imparting knowledge and truth to help spur your customers to a glorious conclusion in their customer service journey? Or would your agents be more like sword-wielding fighters, battling to defeat angry customer ogres before they burn your contact center to the ground?

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Outsource Consultants

OCTOBER 11, 2021

There’s a healthy debate rolling across businesses that rely on BPO services: what’s the right contact center balance between voice and non-voice services? 79% of consumers expect same-day social responses from brands, and resolving a social media complaint can increase customer advocacy by 25%.

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Taylor Reach Group

FEBRUARY 22, 2019

The question is, “But, is it worth the effort?” The Goldberg machine suggested a complaint often heard in Contact Centers – “thanks for the fix but it’s too complicated.” Enter Customer Effort Score (CES) and its applicability in a well-crafted Customer Journey. CES Prescription Applicable to Contact Centers.

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Brad Cleveland Blog

OCTOBER 21, 2022

The benefits of customer advocates are powerful. This video, from my LinkedIn Learning course “Customer Advocacy,” explores the impact of … Continue reading → The post The Power of Brand Advocates appeared first on Brad Cleveland.

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Brad Cleveland Blog

SEPTEMBER 30, 2021

Customer advocacy is a hot topic in marketing and customer experience circles—and especially so following the economic upheavals of 2020 and 2021. I define customer advocacy … The post Equipping Your Agents to Be Customer Advocates first appeared on Brad Cleveland.

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